compliant practices for social media in financial services
TRANSCRIPT
Compliant Practices for Social Media in Financial Services
Agenda • Driving Business Through
Relationships Using Social • Compliant Social Media Practices • Guardian Life Success Story
Sales Navigator:DrivingBusinessThroughRelationships
©2016 LinkedIn Corporation. All Rights Reserved.
Craig Canton Relationship Manager, Financial Services LinkedIn Sales Solutions
Source: Sales Executive Council, featured in CEB’s “Getting in Early: Shaping Demand Through Pre-Funnel Engagement, 2012
Use of social media is #1 factor driving out performance
5.4 75 of B2B buyers now use social media to find information before making a purchase
% 90 of decision makers say they never respond to cold outreach
% people are now involved in the average B2B buying decision
Corporate Executive Board 2013 – Winning The Consensus Purchase Corporate Executive Board 2012 – New Decision Timeline
Harvard Business Review 2012 – Tweet Me, Friend Me, Make Me Buy. Decision makers are C-level
The buying process for major transactions has changed:
Billions of professional relationships
430M+ members
2B+ member updates per week
LinkedIn has a wealth of information on the people & companies with whom you want to build relationships
Today: your personal
network
All that LinkedIn has to offer
YOU
Just what you need for sales
To tap into the power of LinkedIn for sales, you need to expand your access and tailor your experience
Build trust with referral partners and customers
Stay informed on key updates at your target
accounts
Find the right people quickly and easily
Receive recommendations on leads to contact
Access more people at your accounts
Focus on the right people
and companies
Stay up-to-date on the people you’re interested in
Be informed of what’s happening at your accounts
Research prospects wherever you work
Engage with prospects and customers through your company
Build your professional reputation
Reach prospects outside of your network
Sales Navigator is your partner throughout every stage of relationship development
Compliance and Security Considerations
Ray Kruck Co-Founder, Nexgate VP, Marketing and Business Development - Proofpoint Inc.
The Regulatory Landscape
Advisor Considerations
Regulatory and Reputational Risks Faced by Financial Brands
Account Takeover
Detect and stop account hacks when they occur
Acceptable Use
Automatically delete inappropriate content
Fraudulent Accounts
Find and tag all accounts associated with your brand
Compliance Violations Monitor and remediate with
click-to-comply policies including FINRA, FFIEC,
SEC
Malicious Content
Immediately remove malware and phishing threats
New Threat: AnglerPhishing
In this more advanced phish, bad actors impersonate social media customer care accounts or leading brand advocates to steal customer’s social account credentials. For example …
A customer (Charlee) tweets a question to a major bank’s customer care account or to an advisor account (e.g
@AskBank, @AskDaveSmith)
Actual tweet from a customer to a major bank
Imposter Support Accounts, cont’d
A bad actor sees Charlee’s tweet, and quickly intervenes from a imposter account (e.g.
Ask_Bank , or the realDave_Smith) with a link to
a bogus website.
Imposter bank customer care Twitter account that is branded fraudulently using the actual bank’s logo, colors, naming, etc.
Bad Actor Steals Information
Charlee, expecting such a response from her
bank, follows the link and logs in…credentials are
stolen (game over).
The link sent by Imposter Twitter account goes to a fake web page that is also branded fraudulently using the actual bank’s logo, colors, naming, etc.
Addressing These Risks Directly Integrated into Social Networks
Company Accounts &
Employee Accounts
Proofpoint Admin(s)
Proofpoint Stops the
Bad
Security & Compliance is Transparent for Users
Proofpoint Nexgate Suite
• Automatically find and inventory brand accounts
• Assess risks from fraudulent accounts and bad comments, posts, @s, messages, and more
• Detect and stop account hacks and profile non-compliance
• Automatically remove or hide spam, abuse, and other content risks
• Automatically detect, remediate, and archive compliance issues
Centralized governance and digital oversight allows us to quickly respond to unexpected events.
Casey Hall, Thomson Reuters
Benefits of Social Media Governance
Positive sentiment Faster response times User engagement Account security Higher productivity
Spam Fraudulent accounts Unauthorized accounts Phishing links Social risk
Nate Issacson Director of Social Media, Guardian Life
About Guardian
u 156 year mutual life insurance company u Based in New York City u 5,300 Home Office Employees u 3,500 Financial Professionals u 80+ General Agency locations in the US u 2,700 Financial Professionals using social media for business u 325+ Financial Professionals using LinkedIn Sales Navigator
Evolution of First Contact
Anticipating a wholesale shift in the way consumers were choosing to engage with insurance firms and
individual advisors, the firm recognized the opportunity to help its advisors evolve their
approach to the market.
Make Friends with Legal/Compliance
Size Doesn’t Matter
325+
2,500+
Evolution of Guardian’s Program
https://www.exchangewire.com/blog/2015/02/17/evolution-atd-means-holding-groups/
Compliance Enablement Engagement Culture 2011 2012 2013 2014 2015 2016
Creating a Social Selling Culture
u Began using LinkedIn Sales Navigator in 2013
u 300+ Financial Professionals using Sales Navigator
u Average SSI Score for Guardian Sales Navigator Users = 59
u Shifting from Individual FPs purchasing to Agency Model
u Creating local experts through LinkedIn Instructs
Create a professional brand
Find the right people
Engage with insights
Build strong relationships
Social Selling Index 42.3
Before adoption
Today As of 12/2015
14.0
11.0
7.1
22.1
54.2
Only Sales Navigator users
13.8
9.6
5.0
13.9 +28.3% SSI change since
adoption
Training Increased SSI Scores
27
Social Selling Success
u John increased revenue 80% YoY, 2014 = $222,938 vs. 2015 = $396,000
u Chuck generated $109k of premium from Sept – Dec 2015 via InMails
u Sean started 2016 off with a $52k premium case thanks to an InMail
u Adrian reached 103 members during 1st 30 days on Sales Navigator
Q&A
Thank you!